Public service delivery in the country continues to face challenges that many staff now link to leadership struggles within Huduma Kenya.
Employees say that the programme, once known for improving government services, is slowly losing its efficiency because internal operations are not running as they should. They explain that simple processes now drag for months, essential tools are missing, and routine work is constantly interrupted.
This has left both staff and citizens frustrated as services that were once easy to access have become slow and unreliable.
Reports from within the Ministry describe a system where decisions take too long, approvals are rarely given on time, and procurement has almost come to a stop. Workers say that they feel stuck because they cannot perform their roles properly without the basic materials required to serve the public.
Many of them believe the situation has worsened because leadership has taken a top-down approach that limits decision-making to a few individuals while leaving teams on the ground without support.
According to insiders, operations have become even more unstable due to the Permanent Secretary’s direct involvement in small decisions that would usually be handled by different departments.
They claim this level of control has slowed down payments, blocked procurement, and caused programmes to stall. Staff say that essential budget approvals are not being released on time, making it impossible for departments to function normally.
They also point out that many experienced workers have been replaced by political allies, which has weakened the programme’s capacity to manage its daily work.
The strongest concerns come from staff who shared their frustrations openly. One message captured the mood in a detailed account directed to Cyprian Is Nyakundi.
The employee wrote, “Hello Nyakundi. Since coming into the Ministry of Public Service about 8 months ago, PS Dr. Jane Imbunya has really frustrated Huduma Kenya Programme. To date, the Secretariat has never procured even a pen since the beginning of the financial year, now six months down the line. Services have been grounded; even Huduma Centres cannot cope with the large population demanding services, especially after making ID applications free. Staff are so demoralized, with a larger number being replaced with PS’s cronies. Bills can’t be paid on time, with electricity bills pending since the month of October. It’s even amusing that someone ranked her the 5th best performing PS. I wish this rating came from internal customers who are staff within the Ministry.
The PS’s micromanagement style is akin to someone who has never worked within the Public Service.”
This account reflects what many others inside the programme have been describing. Employees feel that leadership decisions are slowly weakening a system that citizens depend on for essential services.
They say the growing delays, lack of resources, and failure to address internal concerns have left them unsure about the future of Huduma Kenya. Many fear that unless something changes soon, the programme’s ability to serve the public will continue to decline, making it harder for citizens to access the services they rely on every day.
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